Guest Experience Maker – Chinese Speaker

SO/ Maldives is reinventing the luxury island getaway experience with bespoke beach-front and over-water villas and sensorial experiences rooted in fashion and art. With diverse dining, a sophisticated playful beach club and serene spa all set in a private lagoon enclave, it's time to escape, explore and play. Where castaway meets runway, the stylish collection of 80 villa collections are designed for open plan living with panoramic ocean views.

A 15-minute speedboat ride from Velana International Airport whisks you away to a private island in this idyllic archipelago overlooking the Emboodhoo Lagoon. Introducing a new generation of luxury for modern adventurers.

• Promote SO/ Honors, ensuring members receive personalized recognition and benefits.

• Handle guest complaints promptly, ensure effective service recovery, and follow up to confirm satisfaction, keeping the GEM Supervisor informed.

• Respond to all guest requests and enquiries efficiently, providing accurate information and directing them to the appropriate departments.

• Manage all guest communications (telephone, email, messages) professionally, courteously, and confidentially.

• Maintain up-to-date knowledge of resort facilities, services, and local attractions.

• Be proactive and guest-focused, assisting with all reasonable requests, especially during peak periods.

• Adhere to SO/ Maldives and brand service standards, ensuring consistency across operations.

• Operate Resort systems, including telephone, FCS, OnQ PMS, and Micros, efficiently.

• Work collaboratively with Housekeeping, Engineering, F&B, and Kitchen teams to ensure seamless guest experiences.

• Ensure effective shift handovers, briefings, and daily operational follow-ups.

• Maintain guest profiles and histories to support personalized service for returning guests.

• Participate actively in Front Office operations and departmental meetings.

• Support departmental planning, resource allocation, cost control, and performance reviews.

• Promote a culture where “everyone sells” while maintaining service quality.

• Ensure compliance with Health & Safety standards and maintain professional grooming in line with SO/ and Ennismore standards.

• Carry out any other reasonable duties as assigned by the GEM Supervisor

• Fluent in Mandarin Chinese and English (spoken and written); knowledge of additional languages is an advantage.

• Minimum 2 years of experience in a similar role, preferably within a luxury hotel or resort environment.

• Strong understanding of Chinese guest preferences, cultural etiquette, and service expectations.

• Excellent communication and interpersonal skills, with a warm, professional, and guest-focused approach.

• Ability to handle guest requests, concerns, and complaints efficiently and with discretion.

• Strong problem-solving skills and the ability to remain calm under pressure.

• Maintain a well-groomed, confident, and professional appearance at all times.

• Proficient in Opera PMS or similar hotel systems.

• Team-oriented, proactive, and able to take initiative in delivering exceptional guest experiences

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Great healthcare, competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture.